Client Services: Communication & Scheduling - Revision history

Sam: /* External or Field employee Tasks: */

2024-01-19T23:13:07Z

External or Field employee Tasks:

Sam: /* Internal Tasks */

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Internal Tasks

Sam: /* Job Scheduling */

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Job Scheduling

Sam: /* Approval and Dispatch */

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Approval and Dispatch

Sam: /* Survey Inspection Scheduling */

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Survey Inspection Scheduling

Sam: /* Internal Tasks */

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Internal Tasks

Sam: /* Job Scheduling */

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Job Scheduling

Sam: /* Survey Inspection Scheduling */

2024-01-19T23:07:47Z

Survey Inspection Scheduling

Sam: /* Survey Inspection Scheduling */

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Survey Inspection Scheduling

Sam: /* Survey Inspection Scheduling */

2024-01-19T23:05:47Z

Survey Inspection Scheduling

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 * Job Site Quality Control Visits ( to be scheduled at least once a month for each crew): Operations will create the task and schedule, considering Branch Manager’s proximity to client job location. Branch Manager will conduct the Quality Control Visit and complete the [https://docs.google.com/forms/d/e/1FAIpQLScud4EzotE3GN6bZGghB5CEyaEp63VkVEdW1xLNTET0viU0bg/viewform?usp=sharing Quality Assurance Visit Assessment Form]. All data related to these visits will be uploaded to Google Drive.
-===External or Field employee Tasks:===
+==External or Field employee Tasks:==
 # Surveyor Inspections
 # Technician Jobs

@@ Line 5: / Line 5: @@
 # External or Field employee Tasks
-===Internal Tasks===
+==Internal Tasks==
 Operations will use Google Calendar to initially schedule the following as recurring events and reminders. They will then use the CRM to set these up as tasks when the due date is close ( within two weeks of the due date).

@@ Line 66: / Line 66: @@
 * Operations sends a customized confirmation email to the client (ensuring Operations uses the correct template depending on type of jobs), providing the scheduling details and thanking them for their business.
-====Job Scheduling====
+===Job Scheduling===
 Dispatch reviews specifications and schedules the job.
 '''4 types of jobs/ dispatches:'''

@@ Line 61: / Line 61: @@
 On rare occasions, surveyors may be asked to complete jobs beyond 5 hours of driving time, requiring special permission/approval from management (Terry).
-====Approval and Dispatch====
+===Approval and Dispatch===
 * Customer approves and signs the proposal, sending it back to CSR.
 * Operations team checks the job into the scheduling system by verifying all documents are complete, authorized by the client, and the system properly reflects the work authorized.

@@ Line 22: / Line 22: @@
 # Technician Jobs
-==== Survey Inspection Scheduling====
+=== Survey Inspection Scheduling===
 '''Three types of survey inspections:'''
 * Regular- No CRM notification for regular inspections; they appear in the scheduling list and must be completed within 7 days. Ops members receive high-urgency notifications on day 6.

@@ Line 6: / Line 6: @@
 ===Internal Tasks===
-Operations will use Google Calendar to initially schedule the following as recurring events and reminders. They will then use the CRM to set these up as tasks when the due date is close ( within two weeks ).
+Operations will use Google Calendar to initially schedule the following as recurring events and reminders. They will then use the CRM to set these up as tasks when the due date is close ( within two weeks of the due date).
 * Online technician training and the initial practical driving test for new technicians (to be scheduled within 30 days after their onboarding and training)
 * Senior Technician exam (after 90 days and within 6 months of their onboarding and training)

@@ Line 78: / Line 78: @@
 '''Scheduling and building the route for surveys:'''
-* Dispatch considers various factors when designing and updating routes for technician jobs:
+Dispatch considers various factors when designing and updating routes for technician jobs:
-** Types of Repairs
+* Types of Repairs
 Emergency repair- assign time of 60 minutes for 4 TRs. Emergency repairs take priority and the operation team generally tries to accommodate the client.
 Regular repair- assign time of 60 minutes for 4 TRs
@@ Line 86: / Line 86: @@
 Cold Weather repairs- assign time of 30 minutes for 4 TRs.
-** Technicians within the client region.
+* Technicians within the client region.
-** Drive time to and from client locations
+* Drive time to and from client locations
 Use Google Maps for efficient route design and Drive Time calculator in CRM, to find the shortest driving time between client locations
-** Weather considerations (avoiding rain, snow, wind)
+* Weather considerations (avoiding rain, snow, wind)
 Rain- Do not schedule a repair if there is continuous rain forecasted. Under active rain conditions, repairs cannot be completed. Technicians can work under light rain conditions but they should stop and notify operations if the rain continues, puddles form or they are working on an inclined site where there is water run off etc.
 Snow- If it starts snowing during the repair, technicians can complete that one repair and then stop. Operations should not schedule a repair under continuous snow conditions. Operations to call the client a day before a scheduled repair and ensure that the lot has been plowed and repaired.
 Wind- Complete the repairs as normal, using wind blinds to keep the IR hot and functional.
-** Sales pressure
+* Sales pressure
 PHR tries to accommodate sales (and clients) and complete repairs within a timely manner. So, if there is a request to complete a repair earlier than scheduled, operations will revisit the schedule and try to schedule the client in by sending out an additional technician team.
-** Time
+* Time
 Technicians can complete 25 - 30 TRs per day. The number of repairs that technicians can complete can vary depending on the drive time between client locations, traffic jams, type of repair, type of lot, extent of damage, location of repairs and delays caused due to water pooling, too much traffic in limited spaces, cars parked on the repair, at client’s request to leave the property, etc.
-** Property type
+* Property type
-** Residential apartment or townhome complex: Work should be scheduled between 9 am and 5 pm on weekdays. Weekends are to be avoided, unless requested by the client.
+Residential apartment or townhome complex: Work should be scheduled between 9 am and 5 pm on weekdays. Weekends are to be avoided, unless requested by the client.
-** Sports arena- can be scheduled at regular times.
-** Shopping center or mall- Shopping centers should be scheduled either early in the morning or late in the evening, on weekdays when the parking lots are emptiest. Afternoons and weekends are to be avoided.
+Sports arena- can be scheduled at regular times.
-** Utilities company- Repairs should be scheduled before the client’s opening hours or after closing hours.
-** Business districts or stand along businesses- Repairs should be scheduled before the client’s opening hours or after closing hours.
+Shopping center or mall- Shopping centers should be scheduled either early in the morning or late in the evening, on weekdays when the parking lots are emptiest. Afternoons and weekends are to be avoided.
-** Main road or streets- Make sure the technician has the proper signage and the flagger so that they can control traffic along that road.
-** Stand alone Restaurants- Repairs should be scheduled before 11 am in the day.
+Utilities company- Repairs should be scheduled before the client’s opening hours or after closing hours.
-** Bank- Repairs should be scheduled before the client’s opening hours or after closing hours.
-** Hospitality (hotels etc.)- Repairs can be scheduled at regular times.
+Business districts or stand along businesses- Repairs should be scheduled before the client’s opening hours or after closing hours.
-** Medical centers- Repairs can be scheduled at regular times.
-** Gas stations- Repairs can be scheduled at regular times.
+Main road or streets- Make sure the technician has the proper signage and the flagger so that they can control traffic along that road.
-** Churches- Repairs can be scheduled during the week and with advance notice required.
-** Schools- Repairs can be scheduled on the weekends.
+Stand alone Restaurants- Repairs should be scheduled before 11 am in the day.
 Location of damage:
 Damage is in a high traffic area: Avoid scheduling this repair during business hours. Early morning is best.
-** Technicians have to follow the schedule. Any deviation should be reported to Operations and technicians have to wait for further instructions. If the job is incomplete, techs are not allowed to leave the site without talking to Operations.
+'''Technicians have to follow the schedule. Any deviation should be reported to Operations''' and technicians have to wait for further instructions. If the job is incomplete, techs are not allowed to leave the site without talking to Operations.

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 * Weather considerations (avoiding rain, snow, wind)
 Rain- On small lots, even if the paint washes away, the technician can still find the repairs. For large lots, do not schedule a survey if there is rain forecasted. Under active rain conditions, surveys cannot be completed. However, the surveyor can wait the rain out or move on to another client location where it is not raining that day.
 Snow- If it starts snowing during the survey, the survey cannot be completed. Do not schedule a survey under snow conditions unless the client site has already been plowed. Operations to call the client a day before the survey and ensure that the lot has been plowed and can be marked.
 Wind- Complete survey as normal, taking precautions to avoid paint splatter such as cardboard guards, paint wheels, handheld paint applicators etc.

@@ Line 30: / Line 30: @@
 '''Scheduling and building the route for surveys:'''
-* Dispatch considers various factors when designing and updating routes:
+Dispatch considers various factors when designing and updating routes:
-# Types of Inspection Surveys
 Regular- assign time of 30- 60 minutes
 WWC- assign a longer time of 60-90 minutes. WWCs are scheduled in advance as per client preference. Surveyor contacts the client prior to arrival on site and confirms the appointment.
 PARC surveys- assign time of 30 minutes
-# Surveyors within the client region
+* Surveyors within the client region
-# Drive time to and from survey/client locations
+* Drive time to and from survey/client locations
 Use Google Maps for efficient route design and Drive Time calculator in CRM, to find the shortest driving time between client locations
-# Weather considerations (avoiding rain, snow, wind)
+* Weather considerations (avoiding rain, snow, wind)
 Rain- On small lots, even if the paint washes away, the technician can still find the repairs. For large lots, do not schedule a survey if there is rain forecasted. Under active rain conditions, surveys cannot be completed. However, the surveyor can wait the rain out or move on to another client location where it is not raining that day.
 Snow- If it starts snowing during the survey, the survey cannot be completed. Do not schedule a survey under snow conditions unless the client site has already been plowed. Operations to call the client a day before the survey and ensure that the lot has been plowed and can be marked.
 Wind- Complete survey as normal, taking precautions to avoid paint splatter such as cardboard guards, paint wheels, handheld paint applicators etc.
-# Sales pressure
+* Sales pressure
 PHR tries to accommodate sales (and clients) and complete surveys within a timely manner. So, if there is a request to complete a survey earlier than scheduled, operations will revisit the schedule and try to schedule the client in, either by sending out an additional surveyor or team member.
-# Time
+* Time
 Surveyors can do 10 surveys per day. The number of surveys can vary depending on the type of survey, extent of damage and client location. PARC surveys can take less time than a WWC. Client locations can be spread out. Lots can be bigger than planned or have more damage than anticipated.
-# Property type: Surveyors can choose where to begin, and how to plan their survey inspections during the day, as long as the surveys are not WWCs and don't interfere with a client’s specific request.
+* Property type: Surveyors can choose where to begin, and how to plan their survey inspections during the day, as long as the surveys are not WWCs and don't interfere with a client’s specific request.
 On rare occasions, surveyors may be asked to complete jobs beyond 5 hours of driving time, requiring special permission/approval from management (Terry).